IT Service Desk Coordinator
IT Service Desk Coordinator
Posted on :
29-11-2024
Employer Active
1 Vacancy
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Job Description
Job Title: IT Service Desk Coordinator (US Citizen Only)
Location: Remote
We are currently seeking candidates who meet the following qualifications:
Responsibilities:
- Manage the IT service desk team assigning tasks monitoring performance and ensuring SLAs are met.
- Oversee the ticketing system ensuring tickets are properly logged categorized prioritized and resolved.
- Act as an escalation point for complex or unresolved issues.
- Provide firstline and secondline technical support to endusers.
- Assist with troubleshooting and resolving hardware software and network issues.
- Ensure timely communication with users about the status of their requests or incidents.
- Coordinate with other IT teams (e.g. network systems and security teams) for issue resolution.
- Collaborate with vendors or external service providers when necessary.
- Identify recurring issues and recommend process improvements or system enhancements.
- Develop and maintain documentation including troubleshooting guides FAQs and procedures.
- Monitor service desk metrics and create reports for management.
- Train service desk team members on new tools systems or procedures.
- Conduct enduser training sessions on common IT tools and best practices.
Qualifications:
- Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
- Experience in IT support or service desk roles.
- Previous experience in a coordination or supervisory role is preferred.
- Strong knowledge of IT systems hardware and software.
- Proficiency in using service management tools (e.g. ServiceNow Jira Service Desk).
- Experience with Active Directory Office 365 and basic networking concepts.
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to remain calm under pressure and handle escalations effectively.
- ITIL Foundation Certification.
- Experience with remote support tools and techniques.
- Knowledge of SLA management and KPI reporting.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Employment Type
Full Time
Key Skills
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